Shared Services for Higher Education East

Charlotte, NC, United States

Welcome to Shared Services Higher Education Charlotte

Are you in the higher education sector and knee-deep in a shared services journey - or looking to jump into the deep end? Then this is the event for you.  Our event will address your most pressing concerns as you plan, implement or optimize your shared services organization. Our goal is to help you be more competitive in today's highly cost-sensitive, process-efficiency-driven marketplace!

Topics Will Include:

  • Strategies to develop, implement, and monitor a successful plan to start up, stabilize, improve, and/or expand a cost-effective and efficient shared services program for your higher education institution
  • Designing a Customer Experience in Shared Services
  • Change Management and Emotional Quotient (EQ)
  • Instituting a Continuous Improvement Culture
  • Explore Various Shared Services Model & How to Determine What is Best for Your University
  • How to Establish & Maintain Effective Collaboration Between Various Departments and Their Customers
  • Talent Management
And More!

Whether you're just starting out or you're taking your SSO to the next level, you'll walk away with a wealth of real-world insight that will enable you to meet your SSO program initiatives.

Key Focus Areas for 2018

  • Incentivizing Innovation
  • Analytics
  • Making the ''Right'' Business Case
  • Slow Roll Strategy vs. Big Bang
  • Performance Metrics and Dashboards
  • Intelligent Automation and its Place in Higher Education

Benefits of Attending

  • Engage with industry peers and discover how organizations similar to yours have successfully set up, optimized and expanded shared services initiatives despite even extreme internal resistance, budgetary constraints and institutional complexity.
  • Hear real-world, action-oriented perspectives on how to effectively navigate the speed, uncertainty, and complexity of change with systematic and relationship-focused change management strategies.
  • Get introduced to next generation solutions and innovative strategies to engage customers, drive accountability and more effectively manage the performance of shared services and admin employees.
  • Learn from the experiences of other and exchange proven solutions for maximizing customer satisfaction and employee engagement in our small group discussions broken out by maturity.

''Good variety of topics covered.''
U.S. Department of Agriculture

''The conference was a great experience for my first time. I learned relevant information that I will bring back to my organization.''
Rutgers University

''Learning from peers and understanding the similarities and differences of the various shared services models is enlightening.''
University of Louisville


  • Dr. M. Christopher Brown II, Ph.D., President, Kentucky State University


  • Jackie Taylor, Partner/Principal, Ernst & Young

Advisory Board

  • Shelley Prosise, Director, ABC Shared Services, University of Washington, School of Medicine
  • Melissa Long Shuter, Executive Director of Business Operations, University of Louisville
  • Pam Gabel, Executive Director, Shared Services Center, University of Michigan
  • Stephanie Avallone, Director, Services & Quality Management, Yale University
  • Jae-Anne Peace, ConnectionPoint Director, University of Saskatchewan
  • Whitney Pugh, Executive Director of Budget & Planning, Utah State University
  • Jennifer Pike, Shared Services Program Director, University of Oklahoma


  • Craig Ackerman, Head of the Global RPA Practice, Chazey Partners
  • Heidi Tilghman, CAS Shared Services Director, University of Washington
  • Michelle Smith, MBA, Director, Research Administration Services, Emory University
  • Chase Loper, Director Shared Services, Duquesne University
  • Chantel Houle, Director, Relationship Management, University of Saskatchewan
  • Lee Smith, Associate Vice President, Performance Improvements & Business Analytics, University of Louisville
  • Pat Kuester, MPA, Director, Education, Social & Biobehavioral (ESB) Shared Service Center, University of Kansas
  • Melissa Long Shuter, Executive Director of Business Operations, University of Louisville
  • Pam Gabel, Executive Director, Shared Services Center, University of Michigan
  • Karla Williams, Director, College and Professional Schools Shared Service Center, University of Kansas
  • Dr. Stephanie Brown, V.P. Enrollment & Student Services, Nova Southeastern University
  • Phil Searle, Founder & CEO, Chazey Partners
  • Mark Spears, Account Executive Mid-South Region, Pharos
  • Jae-Anne Peace, ConnectionPoint Director, University of Saskatchewan
  • Stephanie Avallone, Director, Services & Quality Management, Yale University
  • Kimberly Maune, Assistant Dean for Research Administration, Rollins School of Public Health & Sr. Director, School of Nursing, Emory University
  • David Nero, Assistant Vice President, Innovation and Operational Services Administration and Finance (A&F), University of Massachusetts
  • Whitney Pugh, Executive Director of Budget & Planning, Utah State University
  • Kathy Metts, Director of Shared Services, Virginia Community College System
  • Tom Sweat, Senior Manager of Business Transformation Office - Shared Services Center, Virginia's Community Colleges System
  • Courtney Jackson, Partner, ScottMadden, Inc.
  • Ben Bowen, National Sales Manager, Pharos Systems
  • Rob McCrudy, CIO, Michigan State University
Pre-Conference Workshop Day - Wednesday, November 28, 2018

Conference Day One
- Thursday, November 29, 2018

Conference Day Two - Friday, November 30, 2018


Sheraton Charlotte
555 S McDowell Street
South Tower Charlotte North Carolina 28204
United States
Phone: 704-372-4100

Charlotte is filled with exciting things to do and places to see, and Sheraton Charlotte Hotel gives you the best access to it all. Located in vibrant Uptown, this modern hotel offers the ideal blend of welcoming onsite amenities in a convenient location in Uptown Charlotte, North Carolina. Travel around the downtown area with the hotel's complimentary morning and evening shuttle service, or take the city's convenient Gold Rush Trolley or The Lynx Light Rail to see all of Charlotte. Charlotte Convention Center is close by for guests attending events there, as is the NASCAR Hall of Fame, EpiCenter and more. Visit Discovery Place, South End historic district and the Bank of America Stadium, all within easy reach this hotel. The central location makes it easy to get there from the airport, and famous attractions such as Carowinds and Charlotte Motor Speedway are a short drive away from our Charlotte, North Carolina hotel.

Fuel up in their tempting restaurants before heading out for a busy day in Charlotte. If there's work to be done, take advantage of the complimentary work stations and meeting area at Link@Sheraton. When it's time to wind down, take a dip in one of our pools, or workout in the 24-hour Sheraton Fitness Center.

The special room rate of $169 has been established to make your reservation process easy.  Simply call 866-716-8134 and give the group name IQPC or click here to book online. You must make your reservation no later than November 6th, 2018. For your convenience, the special rate has been extended to three days before and after the conference.  You can also use the booking link below to make a reservation online.

Please note: We will never recommend, approve or appoint any third party rooming service to act on our behalf. Please be extremely wary if you are approached by any such companies. We will always endeavour to negotiate the best available rates for you so please use the Hotel's website link provided.
Event details
Organizer : SSON North America
Venue : Sheraton Charlotte, Charlotte, NC, United States
Event type : Conference
Reference : ASDE-19018